CMG Support
We strive to providing a consistent level of excellence when it comes to supporting you.
Complaints Handling
Our Commitment
AxiTrader Limited trading as Capital Markets Group (“Capital Markets Group”, “CMG”, “we”, “our” or “us”) is committed to:
(1) providing a high standard of client service;
(2) addressing complaints efficiently and promptly; and
(3) maintaining our good reputation for integrity and accountability.
To achieve the above, we rely on your cooperation with our complaint handling staff by providing clear information and behaving reasonably.
We welcome feedback on our service at any time. If you are dissatisfied with our services please give us the opportunity to fix the problem. We will investigate, answer your questions and work hard so you enjoy trading with us.
Our complaints handling procedures seek to ensure complaints are reviewed in detail and result in fair resolutions to customer complaints.
Legal & Regulatory
These documents set out the terms on which CMG’s products and services will be provided. They are important documents and should be considered prior to deciding to apply for an account.
What is a Complaint?
We define a complaint as “an expression of dissatisfaction made to us by clients, related to our trading products or services, staff or our handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required”.
Making a Complaint
If you are dissatisfied with our services, you can contact our Client Services team through the contact details below:
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Email: support@cmgau.com
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Phone: +61 2 4036 3165
Investigation
On receipt of your complaint our staff will discuss the issue with you and, if required, will complete an investigation.
Our internal procedures generally allow us up to 14 days to deal with a complaint.
If we are unable to resolve the complaint within 14 days we will: (a) inform you of the reasons for the delay; (b) provide you with updates on the progress of the complaint; and (c) specify a date when a decision can be reasonably expected. We would expect that in most cases the above process would deal with the matter fully and to your satisfaction.
Internal Escalation
We expect that our front line staff and supervisors will completely resolve the issues you raise. If, despite our best efforts, you believe your complaint has not been satisfactorily dealt with, you may elect to have the matter reviewed.
Simply write to CMG / AxiTrader Limited at the address below and our Complaints Officer will independently review the matter:
Complaints Officer
Suite 305, Griffith Corporate Centre
1510, Beachmont, Kingstown
St. Vincent and the Grenadines
Email: support@cmgau.com
External Dispute Resolution
In addition to our internal dispute resolution procedure, we are a member of the Financial Commission, an alternative complaint handling body external to us. The Financial Commission is a free dispute resolution service for our clients when we are unable to resolve a dispute to the client’s satisfaction.
The decision-making process and administration of the Financial Commission’s Dispute Resolution Committee is independent of us and its decisions are binding on us. The Financial Commission also provides our clients access to a compensation fund to cover judgments of up to EUR 20,000 per client. More information about the Financial Commission is available from its website at https://financialcommission.org/
CMG is a trading name of AxiTrader Limited, which is incorporated in St Vincent and the Grenadines, number 25417 BC 2019 by the Registrar of International Business Companies, and registered by the Financial Services Authority, and whose address is Suite 305, Griffith Corporate Centre, 1510, Beachmont Kingstown, St Vincent and the Grenadines.
Risk Warning: CMG is a trading name of AxiTrader Limited (CMG), which is incorporated in St Vincent and the Grenadines, number 25417 BC 2019 by the Registrar of International Business Companies, and registered by the Financial Services Authority, and whose address is Suite 305, Griffith Corporate Centre, PO Box 1510, Beachmont Kingstown, St Vincent and the Grenadines. AxiTrader Limited is 100% owned by AxiCorp Financial Services Pty Ltd, a company incorporated in Australia (ACN 127 606 348). Over-the-counter derivatives are complex instruments and come with a high risk of losing substantially more than your initial investment rapidly due to leverage. You should consider whether you understand how over-the-counter derivatives work and whether you can afford to take the high level of risk to your capital. Investing in over-the-counter derivatives carries significant risks and is not suitable for all investors. When acquiring our derivative products you have no entitlement, right or obligation to the underlying financial asset. CMG is not a financial adviser and all services are provided on an execution only basis. Information is of a general nature only and does not consider your financial objectives, needs or personal circumstances.
All clients: Important legal documents in relation to our products and services are available on our website. You should read and understand these documents before applying for any CMG products or services and obtain independent professional advice as necessary.
Cryptocurrencies like Bitcoin are extremely volatile and can move or jump in price with no apparent reason due to lack of liquidity and ad hoc news. There is little or no fundamental reasoning behind its pricing and as such trading CFDs in Bitcoin pose a significant risk to Retail Clients. While CMG only quotes Bitcoin during the week, it can trade over the weekend, meaning there could be a significant price change between Friday and Monday. It should only therefore be traded by those clients with sufficient experience to understand that they risk losing all their investment, or more, in a short period of time, and only a very small part of their portfolio should be used.
